Hotel Yearbook: Hotel trends 2014: The industry moves forward

Each year Rohit Verma and Glenn Withiam of the Cornell Center for Hospitality Research take the pulse of the hotel industry, identifying newly emerging trends and assessing their potential impact on the business. In this article, they summarize for us the findings of their most current research, which validates some earlier observations while positing thought-provoking questions about new developments. One of which may be the most provocative of all: “Could it be that the best service is no personal service at all?”